We wanted to create a department custom field to reflect their priority status, so that we could use it to escalate tickets at a different pace based on the client.
Easy. Checkbox. True/false.
1st hurdle : discovered that department fields are not visible in workflows, at least not in our basic tier.
OK, but I can make API calls against Freshservice from inside a workflow.
2nd hurdle - most of the “department” names have spaces, and for whatever reason, the url_encode filter does NOT replace the spaces, observed by checking the execution logs and seeing the requested URL still has spaces vice “+”
3rd hurdle - managed to pipe in a replace: “ “,”+” and that appears to have done the trick…. and get verified json results back. The field type is boolean, and the branch/test node recognizes it as such, but won’t validate against otrue] - maybe because the original CF is an array of booleans?
OK - manage to get the data out anyway and test it. Test it by modifying select tickets. Activate it. Park it after the workflow that assigns to agent groups and …. nothing after this workflow executes. Since I had set some tags I can see that the web request completed and got data out.
So now I’m back to a deactivated ticket and will do more testing, further down in the workflow. We may just create a decision tree and manually curate the list of departments in it, but we were hoping to set an easy checkbox in the same area we set default domains/etc., without having to set it separately in a workflow just for priority escalation.
